SS-034 Ver 1.0 (May23)
Confidential & Proprietary | 2024 CBRE Inc.
1. Introduction
Managing Security services is a core FM service for CBRE. Managing Security providers is covered by specific CBRE Standards and Best-Practice.
When introducing Security services to a Client, CBRE's focus is to provide a greater output-based specification with standards that allow our Supplier partners to define the most cost-effective way of providing the services using a combination of fixed site resources, mobile, remote or Hybrid (Technology based) services and reallocating Security tasks where possible. This may mean more routine day-to-day security tasks may be carried out by site FMs.
Through our Category Strategy, we jointly achieve several key benefits:
- Support for and consistency in solutioning bids
- Faster and more consistent deployment of Security solutions
- Support for new business due diligence and development of Account Security Strategies
- Consistency of Security standards that drive compliant Security processes and procedures
- Rapid access to change capacity of existing security operating models – using a variety of methods, including improved use of technology where applicable
In addition to the above, we can obtain through our Security providers:
- Due diligence reviews when required
- Scope reviews to assist in Bid and Scope development
- Conducting Security Risk Assessments
- Implementing a joint Security strategy, and importantly
- A reduction in the cost of services provided through a close and collaborative relationship
3. Useful Links
2. Where our Security providers can assist
Change and Improvement.
- Due Diligence conducted (new accounts) to Transition Standards
- Change Business Cases developed to agreed standards (see Security Services Operating Standards for process and format)
- Account Security Strategy (Change & Improvement Plan) for security services
Security Operations
- Support to ensure implementation of the Security Service Operating Standards
- SLAs for key Security services developed and in place for services, systems and Security hardware maintenance and confidential waste
- Key Security procedures in place for priority sites and facilities
The following procedures can be prioritised:
- Access Control
- Key Control and management
- Staff Safety and Security
- Confidential Waste
- Emergency procedures
All of these priority standards are supported by their own standards and / or Best Practices.
Security Services
Managing Security Providers
Transition
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SS-034 Ver 1.0 (May 23)
Confidential & Proprietary | 2024 CBRE Inc.
1. Operating under Managing Agent (MA)
4. Useful Links
CBRE often is required to manage a Client’s Service provider on behalf of them. This is called acting as Managing Agent (MA). There may be several reasons in which we are required to act as Managing Agent (MA). Some of these are noted below:
- Legally, CBRE cannot manage the Services as Principal in the country where the service is provided
- The Client wants to have the contract direct with the Service provider
- There are risks associated with the service that CBRE may with to offset such as the use of weapons (non-lethal)
Managing the services as MA has several disadvantages that must be addressed when entering into a contract of this type:
- CBRE has limited or no control over the contract between the Service provider and the Client – the contract may be weak and poorly specified
- The Service provider will identify more with the client and will try to work around CBRE, occasionally leveraging one off against another
Note: However, some advantages of operating as MA:
- Not having the cost of the Service provider by adding a management fee, CBRE will have a greater profit share
- Some of the liability may be offset against the Client if anything goes wrong
There are two (2) types of MA relationships that are in effect:
Managing & Paying Agent - CBRE is required to administer the payment of the Service provider, this would normally include checking invoices against actual service delivery, and this will require some time from Finance resources.
Managing Agent - Operational and quality management of the Service provider alone.
2. Is there Liability if we operate as MA?
3. Minimum Standards when operating as MA
Yes, It is perceived that acting under a MA contract absolves CBRE of any liability in the event of issues arising from the contract. This will be dependent on a number of factors but, in the context of legal responsibilities of operation this is not the case. CBRE still has responsibility and accountability on behalf of the Client for the operational management and supervision of the supplier and the contract.
It is therefore essential that any MA contract is managed with the same controls, governance processes and diligence as a Principal contract.
Where CBRE is required to act as MA within a contract, the following minimum standards apply:
Contract and Specification – CBRE MUST obtain a copy of the Client’s contract with the Service provider as well as specification. If there is none or no specification – then responsibility for managing the service must be declined until the Client has put suitable arrangements in place. The contract must define the role of CBRE, the Client and the Service provider.
SLA's – There must be a suitable SLA in place and agreed between all three parties (Client, CBRE and the Service provider). The standard CBRE SLA format should be used if the Client has none or it is not suitable.
Supplier Management – All the standards defined within the Standards section of this Playbook must be implemented, with the exception of having a Contract between CBRE and the Service p[rovider.
Client Reviews – Conduct periodic reviews with the Client to ensure there is a governance process, issues and risks identified and addressed as well as opersational costs reviewed. Agendas and meetings should follow the same format used for supplier reviews.
Insurance – Ensure there is suitable insurance cover to act as MA.
CBRE Standards – Manage the Service provider to the same standards as defined in the CBRE Standards.
Where the decision is to act as MA due to particular risks such as weapons use, always first obtain legal advice.